How to Choose the Right Queue Management Solutions

October 25, 2012Perry Kuklin

People generally wish to avoid waiting in line and while waiting in line is a fact of life, it is nonetheless uncomfortable, stressful, and generally dissatisfying. Because of this, many experts believe that the way you manage your queue can make or break the long-term success of your business. When it comes to building, improving, and controlling queues, every good manager needs a good set of tools and solutions. You’ll find many possible answers out there to help you reduce wait times, boost efficiency, build customer satisfaction, enhance safety, measure queue productivity, guide customer flow, and more. So if your organization relies on queuing to serve its customers, the question isn’t will you need a queue management solution; it’s which solutions will benefit you most?

Start with the End in Mind

Start by identifying the queuing-related needs or issues you wish to address. Is your goal to turn idle time into something more profitable? Are you seeking to reduce the amount of time people spend waiting? Is your issue related to service agent productivity? Is the safety of your queue in question? Are people frustrated by the lack of fairness in your waiting line? Getting to the heart of the matter isn’t easy, but it is an important first step. By defining and prioritizing your needs you’ll be better able to wade through the sea of available solutions. Let’s look at a few examples of how you can match your needs with the right solutions:

BONUS TIP: Remember, a single-line queue almost always outperforms a multiple-line queue in terms of customer satisfaction, wait times, and productivity. If the logistics of your business allow you to move from a multiple-line to a single-line you can gain immediate benefits. Learn more about single line queuing here. Let a Lavi public guidance expert help you determine what tools will best suit your queue management needs. Click here to request a queue management consultation.